Hybrid IT Service Desk Analyst | Help, Resolve, & Grow

Imagine360, LLC; North Carolina; Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health plan options

Disability and life insurance

Parental Leave Policy

PTO – 20 days

10 Paid Holidays

Tuition reimbursement

401k Company contribution

Short & Long term Disability

Professional development opportunities

Diversity and inclusion initiatives

Job summary

Imagine360, LLC is seeking a Service Desk Analyst to join the IT team as the first point of contact for employee requests. The role emphasizes prompt responses, basic troubleshooting, and proper documentation while following established scripts and knowledge articles.

Hybrid position (3 days per week in office) based in the Greater Philadelphia area. The ideal candidate will have 0–1 year in IT support, strong customer service skills, and a foundational understanding of IT systems, including

Qualifications

• High School Diploma or GED.
• 0-1 years of IT support or help desk experience.
• Strong customer service and communication skills.
• Willingness to follow documented procedures and escalate when needed.

Responsibilities

• Answer incoming service requests via phone, chat, email, and ticketing system.
• Provide employee IT support through telephony, messaging, and deskside assistance as required.
• Perform basic troubleshooting for common issues including password resets, VPN connectivity, printers, and peripherals.
• Triage, categorize, and prioritize incidents per guidelines.
• Document all requests and resolutions in the ticketing system.
• Escalate issues to Tier 2 or higher as needed.
• Assist with setup of end-user equipment and asset management tasks.
• Communicate status updates clearly to users and follow up as needed.

Job description

Imagine360, LLC is seeking a Service Desk Analyst to join the IT team as the first point of contact for employee requests. The role emphasizes prompt responses, basic troubleshooting, and proper documentation while following established scripts and knowledge articles.

Hybrid position (3 days per week in office) based in the Greater Philadelphia area. The ideal candidate will have 0–1 year in IT support, strong customer service skills, and a foundational understanding of IT systems, including